Most ombudsmen or ADR schemes ask that consumers and businesses try to resolve a complaint between themselves first.
The rules say a consumer must first complain to the firm (e.g. their bank or energy provider).
The firm has eight weeks to handle their case before an ombudsman will consider it.
There are some circumstances in which this can be brought forward. For example, you might receive a final response or deadlock letter from the business.
In these cases, you can use the 'I've had a final response' button
in your case file to send your case file to the ombudsman or ADR before the eight week period has ended.
Please note: If this button does not appear in your case file, then it may mean that the company you are complaining to doesn't subscribe to an ADR scheme or answer to an ombudsman.